Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with: - An array of Caribbean case stu...

Nowadays, organisations must cope with the pressure of cost reduction and efficiency in order to succeed in a highly competitive business environment. However, drivers to improve social interaction and employee’s performance and as such to contribute to organisational goals and objectives make it necessary to be concerned with other performance criteria as well, such as effectiveness, flexibility, employee satisfaction, productivity and creativity. There is a growing need for performance m...

John Gattorna and Deborah Ellis are long-term collaborators on the design and management of enterprise supply chains.Dr John Gattorna has been one of the most influential voices in the development of the modern supply chain. His long-held vision of the supply chain as the central nervous system of an organisation and as a major source of competitive advantage if done well has inspired both supply chain professionals and CEOs.To support this vision, he has l...

With all that we know about how students learn, the nature of the world they will face after graduation, and the educational inequities that have existed for centuries, maintaining a traditional, one-size-fits-all approach to teaching and learning is tantamount to instructional malpractice.International security, the success of global economies, and sustainability as a global society all depend on the success of our education system in the years to come. It’s our obligation to prep...

Facilities Management (FM) and Corporate Real Estate Management (CREM) are two closely related and relatively new management disciplines with developing international professions and increasing academic attention. Both disciplines have from the outset a strong focus on controlling and reducing cost for real estate, facilities and related services. In recent years there has been a change towards putting more focus on how FM/CREM can add value to the organisation. This book is driven by the ...

The predicted “ICT revolution” has gained increasing attention in the oil industry the last few years. It is enabled by the use of ubiquitous real time data, collaborative techniques, and multiple expertises across disciplines, organizations and geographical locations. Integrated Operations in the Oil and Gas Industry: Sustainability and Capability Development covers the capability approach to integrated operations that documents research and development in the oil industry. By ‘capability...

Strategic Operations Management, 4th Edition, shows how vital it is to have world-class operations management in any organisation. In the past, where organisations tended to be more hierarchical than today, the words, "strategy" and "operations" were almost mutually exclusive. In today's highly competitive environment, though, strategic operations capabilities must be in place for organisations to provide goods and services that meet and exceed customer requirements. Key ...

Design Management is the essential handbook to all things design. As a discipline, design management is continually in motion; changing, responding and adapting to the dynamics of social and business transformation. As a business function, it combines project management, design, strategy and supply chain techniques to enable the creation of more effectively designed products, services, communications and brands. As such, it is relevant to a very broad range of ind...

Innovation and novel leadership strategies have aided the successful growth of the fashion industry around the globe. However, as the dynamics of the industry are constantly changing, a deficit can emerge in the overall comprehension of industry strategies and practices. The Handbook of Research on Global Fashion Management and Merchandising explores the various facets of effective management procedures within the fashion industry. Featuring research on entrepreneurship, operations managem...

This textbook on knowledge management draws on the authors’ more than twenty years of research, teaching and consulting experience. The first edition of this book brought together European, Asian and American perspectives on knowledge-based value creation; this second edition features substantial updates to all chapters, reflecting the implications of the digital transformation on knowledge work and knowledge management. It also addresses three new topics: the impact of knowledge managemen...

In this book, the author challenges the status quo in schools with an emphasis on students' results, and the associated costs, and curriculum lead times for achieving these results. Policy and curriculum changes, as well as funding initiatives, have been the most common interventions for the prominent systemic issues faced by schools. However, these have proven neither effective nor sustainable in the long term . In addition, education reforms have barely considered the very processes that...

Reimagining Digital Learning for Sustainable Development is a comprehensive playbook for education leaders, policy makers, and other key stakeholders leading the modernization of learning and development in their institutions as they build a high value knowledge economy and prepare learners for jobs that don't yet exist.Currently, nearly every aspect of human activity, including the ways we absorb and apply learning, is influenced by disruptive digital technologies. The jo...